Working in Disneyland® you need to work magic

Fabien Piacentino works as an Exploitations Manager for Vienna International Hotels and Resorts. He manages two four star hotels, which are located at Disneyland Paris: the Magic Circus Hotel and the Dream Castle Hotel. His areas of responsibility include front-of-office operations, housekeeping, restaurants, and purchasing. On average, his hotels each serve 1,000 guests a day.

“When it comes to wowing guests, the details are everything.”

Q: What’s your recipe for creating the perfect atmosphere?

A: To do this you need get all the details perfect. Everything from the elegance of the menus to the décor must be just right. Everything must always be ready and on time. Every member of staff must be smiling. And guests must feel that they are getting the very best.

“We focus on capturing the magic of Disneyland for our guests.”

Q: What’s it like managing two four-star hotels at Disneyland® Resort Paris?

A: On an average day we serve 1,000 guests at each hotel, so there are new challenges every day. You must have the right answer to many different questions – and make decisions fast. Being located in Disneyland means we look after many families, but we also cater for quite a few businessmen and women too.

“Often guests say: ‘Wow! – what beautiful napkins you have.’ ”

Q: You’ve chosen to use Duni Elegance® Lily napkins for you restaurants. Why?

A: First, guests really like the feeling of quality they project. They think: “Nice napkins, nice hotel”. Second, Elegance Lily napkins are much easier to handle than an alternative like linen: they’re much more hygienic and they don’t need mending, laundry or storage after use. And because they are so easy to work with, my staff have more time for guests.

Q: Do today’s guests have higher expectations?

A: Definitely. After all, these days it’s so easy to explore hotels and find guests’ reviews online. That’s why, though the expectations of guests may change, my goal remains the same: to deliver service and quality that’s never less than 100% perfect.

“I don’t want suppliers, I want partners.”

Q: What’s it like working with Duni?

A: Excellent. I consider Duni to be partner not a supplier. That is the relationship I want from the people I work with.

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